The Impact of Giving Every Client Your Mobile Phone Number

Do you give your clients your cell phone number?

The answer, for most lawyers, is a resounding “NO.”

Most lawyers don’t want to give out their mobile phone numbers because they want to maintain some level of control over the calls they receive. They worry that a client with a cell phone number will become a constant and never-ending pain in the ass.

My question for you today is, do you know that giving your clients your cell phone number will become a problem for you?

Do you have any evidence that indicates that giving out the cell phone number creates more calls at odd hours than you might otherwise receive?

Beyond that, do you know what the impact of giving out your cell phone number might be on your relationship with the client?

Do you know whether giving out the phone number will increase the bond between you and the client and result in a happier client who has a better client experience?

Is it possible that handing the number to the client provides such a feeling of security that the client is less likely, rather than more likely, to call you after hours?

My guess is that you don’t know whether clients will call outside of work hours if given the number. I’d also guess that you don’t know home important it might be to your clients to feel sufficiently trusted and cared for that they’re given the number. You’ve probably never tried giving out the number and have no idea what might happen if you did it.

I can absolutely tell you that taking your business card out and writing your cell phone number on the back and handing it to the client has a very positive impact. I’ve done it, and it makes a difference.

When you tell them this is the number that makes you available 24/7, it gives them a great comfort. You can see them relax. Handing them that phone number changes your relationship with your clients.

The question that’s outstanding then is whether giving that number will result in a disruption in your life. Will you be up at 2 AM answering crazy calls? Will you be interrupted at dinner? Will you be bothered at events with your kids?

There is only one way for you to find out how handing out the number will affect the quality of your life. That’s for you to start giving out the number.

Now, I know that you’re uncomfortable with giving this number out to all of your clients and/or prospective clients. I can feel everyone reading this article cringing at the very thought of giving out that private number.

My suggestion is not that you give the number out to everybody. My suggestion is that you do a test. Give the number out to a handful of clients and/or prospective clients and see what happens.

If you’re really worried that this experiment can go haywire, use a service like vumber.com and get a second number for $10.00 a month. Give out the second number and allow it to ring your cell phone. You can always cancel the number if the experiment turns out to be unpleasant for you.

We make lots of assumptions about the impact of actions we consider taking. In many instances, our assumptions result in us declining to act. In this instance, I suggest you do some experimentation and see whether the positive impact of giving out the number outweighs the negative impact of the occasional call.

Give it a try and share the outcome with us here. Let us know whether it resulted in happier clients. Let us know whether it resulted in a less happy lawyer.

 

Related articles:

  1. 7 Steps to Stop Annoying Client Phone Calls
  2. Arghhhh, I Can’t Find My Mobile Phone
  3. Phone Calls Aren’t Phone Calls to Clients
  4. Why Is it So Hard to Get a Lawyer to Return a Client’s Phone Call?
  5. Let Your Phone Ring—Constantly

  • http://wrightlaw.net/ William Wright

    Great advice, Lee.  I give my mobile number to most of my clients, and you are correct: It does give them a sense of comfort that I can be reached at any time. However, I receive very few calls outside of work hours.  Also, I have found that most use the number to send a text asking me to call when I can which certainly is not bothersome to me.  

  • Tim Evans

    I have done this before, and will probably resume again soon.

    I have explained that giving them my cell miner (actually google voice number) is a privilege, and one that I will revoke if they abuse it.

    The clients who do abuse it demonstrate they have no respect for your time and nine times out of ten, they should be fired for other reasons as well.

    • Tim Evans

      Darn autocorrect! That should read cell number!

  • http://www.legaltypist.com LegalTypist

    Hi Lee:

    Nice post and I like the thought, however, there are many reasons one should not give out the direct dial number of their cell phone – one being that you have set up a system to handle income client calls through your office, for a reason. 

    In being mobile as long as I have and a bit paranoid about privacy/security – I have set myself up so that the only people with access to the direct dial number of my cell phone are family and friends.  All clients receive one of two toll free numbers* – both of which ring my cell phone as I have scheduled them (one only during business hours/ the other is my “consulting line” and it goes to my cell 24/7).  When my phone rings – I instantly know if it’s personal or business by the ring tone.

    Also, I do not suggest that you let clients know you will be available at any number 24/7.  If you don’t answer – it could ruin the relationship.  Just let them know the number is close to you at all times and IF you can answer, you will (and if you can say in the same breathe  … and, of course, for those times when you think of something that you want to tell me and it’s not a good time for a call … use … (client portal; type out a document and fax it … whatever process you have in place for the secure transmission of client information)…

    … and I will call you back as soon as practical/am able/am awake… ;)

    This way you you set the right expectation at the outset.

    - Andrea/LegalTypist

    ______

    *Onebox is the unified messaging service I have used and recommended for over 10 years.  While you can give out a google voice number and save yourself $20 a month – you get what you pay for and Onebox gives you a lot more (including privacy and stable, reliable tech with real live customer/tech support) that google and free services simply cannot.  Also, when using a free/google service, almost invariably the person calling hears a promo for that service – instantly they know you did NOT give your direct cell number.

  • DSK

    I had a policy to give all my clients my cell phone number until about one month ago when I had to change my phone number.  Never again will a client get my cell phone number.  Most of my clients respected my time away from the office (i.e. weekends and anytime after 8pm at night) – however, one client continually would call 4-5 times PER DAY plus text message me at least once per hour asking for “updates”.  However, my repeated pleas to cease texting and calling for updates every hour or two fell on deaf ears.  I changed my cell phone number and lo and behold, now I received messages from my office that Client X called 3 times wondering why I was not returning their text messages.  Never again will a client get my cell phone number – it took one client’s total misuse of my cell phone to cause all future client’s to be viewed through a lens of distrust with it.

  • http://www.johnsonparrislaw.com/ Afi Johnson-Parris

    Nice post but I’m not daring enough to try that.  Why don’t you tell us how it’s worked for you.  I don’t give my clients my cell number.  My time with my family or myself is my time.  I don’t want to set up the expectation that I can actually do anything for them during that time.  I will often respond to their e-mails, no matter the time, and when I do it at odd hours, it does give them the impression that I’m extra responsive.  I reserve the right not to respond in my off time too.  I don’t want to be that parent at the soccer game glued to the phone or the person who can’t carry on a conversation because they’re always looking to see if they’ve gotten a message.  People ask me all the time how I deal with practicing family law:  boundaries.

  • anettleman

    My cell number is printed on my business card. When a client retains me, I always make sure to pull out a business card and point out the fact that my cell number is on it. I say that part of the client-centered service I provide is being available to my clients in an emergency. I go on to explain that the best way to reach me is via email as I always have my cell phone and iPad with me and can answer email quicker than any other way. I also suggest that they call my paralegal during working hours as she may be able to help if I am in court and can often get an urgent message to me quicker than anyone else.

    I use a Google Voice number (free!) that will automatically ring to my cell or any other number I put in the system (and will ring to multiple numbers simultaneously). It also means that when I am on vacation I can direct the number to my office or to voicemail. The other big benefit to Google Voice is that you can direct your normal cell number’s voicemail to Google Voice and all voicemail messages come in on one system that is automatically saved and accessible via the internet.

    I (mostly) represent criminal defendants and I rarely get calls to my cell from my clients. When I do it is almost always an urgent matter. I don’t track it but I would bet that significantly less than 5% of calls could have waited. People seem to understand the impact of calling their lawyer’s cell phone and respect the fact that I have given them my mobile number.

  • http://www.GrahamLawCollaborative.com/ Kimberly

    All my clients have my cell because I only have one number:  my cell.  For those worried about being called at all hours, try the “silent” setting on your phone.  Works wonders.  :)  Because I am with clients, in mediation, or in court so often, I leave my cell on silent unless I know I am expecting a call from a judge or client.  Then I switch to “normal.”   After the call, I set it back to silent.  The client having your cell doesn’t mean that you have to pick up the phone immediately when they call.  I usually tell clients to call or email any time they want, but that unless someone is bleeding or it’s truly urgent, I will generally return the call within 12-24 hours.  I also have my ringer off at night.  

  • Mfprevost

    I’ve been practicing 20 years. I’ve given out my cell phone a handful of times. Except for 2 clients with class, the privilege is abused. There must remain a level of separation between you and the client. No client should expect to possess you personal line any more than they would expect to possess their doctor’s personal cell. Clients must respect you, not expect you. I will not be forced to turn my cell off at night. I should not have to worry about missing my own personal calls just to avoid inconsiderate clients. What if a family member has an emergency? I’ve turned my phone off to avoid clients and missed a very important personal call. No. Clients need to respect us, something I’ve seen reduced over the past 20 years with the advent of bad advertising. I have a receptionist. She takes calls. I have an after hours service. If its an emergency, I’ll get the message. There are times I am off duty. I hope you all instill this in your clients.

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